Refund and Cancellation Policy

Version 1.0 · Effective August 8, 2026

1. You are not charged until a physician approves your treatment

When you complete your request, we place an authorization on your card. An authorization is not a charge. The money does not leave your account.

The charge is processed only after a licensed physician reviews your history and approves your treatment. If the physician determines the treatment is not appropriate for you, we release the full authorization and you are charged nothing — not for the medication and not for the consultation.

Medical review typically takes 24 to 72 hours.

2. If you cancel while your request is under review

You can cancel any time before the physician completes their review. Email support@vidaflowhealth.com or call (787) 665-3327. We release the full authorization and you are charged nothing.

Depending on your bank, the authorization may continue to appear as "pending" for 3 to 7 business days before it clears from your statement. That is your bank's process, not a charge from us.

3. If you cancel after approval but before shipment

If your treatment has been approved but has not yet left the pharmacy, contact us immediately. If we can stop the order in time, we process a full refund.

4. If your dose goes up, your price does not

Your treatment is adjusted over time. That is a normal part of the process and your physician manages it.

When your dose increases, your price stays the same. We do not charge you more, move you to a different plan, or ask you to renegotiate anything. The price you saw the day you started is the price you pay.

5. Your shipment

Your medication ships directly from the pharmacy, refrigerated, in insulated packaging with Mylar bags and ice packs. It includes syringes, alcohol swabs, and printed instructions with a QR code.

Refrigerate it as soon as it arrives and follow the pharmacy's instructions. The medication has a limited use-by date, which the pharmacy states on the packaging.

6. If your shipment arrives damaged or incomplete, or never arrives

We fix it at no cost to you. We send a replacement.

Contact us — support@vidaflowhealth.com or (787) 665-3327. You do not need to contact the pharmacy or coordinate anything yourself. We handle it.

Report it within 7 days of delivery, or of the estimated delivery date if it never arrived. A photo of the packaging helps us resolve it faster.

The only thing we cannot replace is medication that was damaged because it wasn't refrigerated on arrival, or that passed its use-by date.

7. Medications that have already shipped

Outside the situations in Section 6, we cannot accept returns or issue refunds for prescription medications that have already been dispensed.

This is not our commercial preference. Law prohibits a pharmacy from accepting back a prescription medication that has left its facility and returning it to inventory. This applies to every pharmacy, in every state.

8. There is no automatic billing

VidaFlow does not charge you automatically each month. There is no subscription to cancel and nothing you have to remember to switch off.

When you want to continue, you request your next order yourself from your portal at portal.vidaflowhealth.com. If you don't order, you aren't charged.

If you decide not to continue, you don't have to tell us or do anything. If you'd prefer we close your file, email us and we will.

9. The 3-month plan

On the 3-month plan you pay up front and the pharmacy ships one vial per month on a schedule.

If you stop treatment before the plan is complete:

Months that have already shipped are not refundable (see Section 7)
Months that have not yet shipped are refunded in full, at your plan's monthly rate
The refund goes back to the same card within 5 to 10 business days

Example: you bought the 3-month plan and received 1 shipment. We refund the remaining 2 months at that plan's monthly rate. We do not reprice your shipped month at the single-month rate or take back the discount you already earned.

If a physician discontinues your treatment for clinical reasons, we refund every unshipped month without exception and without you having to ask.

10. Charges you do not recognize

If you see a duplicate charge or a charge you do not recognize, contact us before disputing it with your bank. We almost always resolve it the same business day.

11. Changes to this policy

We may update this policy. The version in effect on the day you made your purchase is the version that applies to that purchase — we never apply a change retroactively to an order you already placed. Each version carries its number and effective date at the top of this page.

12. Contact

support@vidaflowhealth.com · (787) 665-3327
VFH LLC · 1654 Calle Tulipan, Suite 100, San Juan, PR 00927-6242